AddressAt ING Australia, the Daily Banking Tribe is responsible for driving the end to end performance of the Daily Banking business through development of a clear strategy, and working collaboratively with all areas of the business to drive cross functional execution of this strategy. We are looking for an experienced Product Manager - Digitisation to join the Daily Banking Tribe Digitisation Team within the Retail Bank.
This role will be focused on continually improving the experience for our transaction banking and savings customers including driving strategic technology projects which digitise and automate the Daily Banking experience for customers. You are familiar with optimising processes with a sharp eye for how to digitise them for an optimal customer experience whilst meeting Risk, Regulatory and overall ING targets.
What You’ll Do
- Lead the development and implementation of Daily Banking digitisation initiatives – working closely with Contact Centre, Operations, Marketing, Sales, Digital, Customer Interactions, Tech & the Daily Banking tribe to develop product journeys that drive efficiency in process and improved CX
- Analyse moments of truth and monitor customer feedback to identify opportunities to improve the customer experience – including product, process and service improvements.
- Map, document, continuously improve and publish customer journeys and processes.
- Ownership of the application and onboarding journey of the Orange Everyday and Savings product.
- Lead agile delivery of initiatives and ensure continuous improvement in our systems and processes
What We’re Looking For
- Proven product and digitisation / digital experience (7+ years)
- Proven experience in mapping and improving processes, services and supply chain concepts
- Experience in digitisation, process improvement and operational efficiency programs, with a lens on customer experience at the core
- An analytical mindset, using data to drive decision making
- Exceptional communication & stakeholder management skills
- Demonstrable experience leading or influencing changes to products and customer journeys (ideally including journey digitisation initiatives) that have improved portfolio growth, efficiency and customer experience
- Proven experience in managing complex issue and incident rectification or remediation initiatives
- Experience influencing and leading diverse stakeholders (Contact Centre, Operations, Technology)
What's in it for you?
- Discounted ING Health Insurance
- An additional Rest Day to support your well being
- An IMPACT day to volunteer on approved sustainability activity to give back to our community
About Us
At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.
Sound like the kind of place you’d feel at home? We’d love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)
